Response times for Adult Social Care
Christmas response times
Due to the holiday period, delays in response times may be experienced due to high volumes of contact. We apologise in advance if we exceed any expected response time but rest assured, we are working hard to ensure all time scales are met and match our high standards of customer care.
If any time limit is exceeded, we aim to be up to date with our response times by the end of January.
If your query becomes urgent, please contact us at your earliest convenience for further advice.
Standard response times
| Emails | Initial contact will be made within 5 working days |
|---|---|
| Service requests | Customers will receive a first callback within 3 working days |
| Pre-assessment | We aim to complete these within 3 working days |
| New financial assessment | Initial contact will be made within 28 days (if there are no legal issues and evidence is received in a timely manner). The assessment will be fully completed within 6 weeks |
| Changes in circumstances | We aim to assess these within an average of 28 working days |
| Reviews | We aim to assess reviews within an average of 28 working days |
| Complaints | We aim to acknowledge and record your complaint within 5 working days of receipt |